Problem Coordinator

About the role

The Problem Coordinator is responsible for the effective implementation and oversight of the Problem Management process across multiple client accounts. This role plays a key part in minimising the impact of Problems on business operations by ensuring that the root causes of Incidents are systematically identified, investigated, and resolved.

Operating in a complex, multi-customer environment, the Problem Coordinator must be an analytical thinker with a strong understanding of ITIL practices, excellent coordination and communication skills, and a proactive approach to Problem-solving.

Key responsibilities include reviewing and coordinating all Problem and Change Management activities within assigned accounts, contributing to the timely identification and resolution of Problems, and ensuring that preventative actions are implemented to avoid recurrence.

The Problem Coordinator plays a pivotal active role in service improvement initiatives by attending relevant meetings, ensuring clear accountability, and promoting best practices in Problem Management.

Responsibilities will include

• Lead and coordinate Problem investigations across client accounts.

• Manage the full lifecycle of Problems from identification through to resolution and closure.

• Facilitate Root Cause Analysis (RCA) and document findings in alignment with ITIL standards.

• Ensure timely resolution of Problems and implementation of preventive actions.

• Monitor and ensure the accuracy of all Problem Management tickets in accordance with established processes.

• Analyse Incident trends to identify potential and recurring Problems.

• Maintain and update Problem Management process and procedure documentation.

• Gather data and generate operational reports on Problem trends and metrics.

• Set and review ticket priority in consultation with Service Delivery and Service Centre Managers, taking client impact into account.

• Adhere to and promote both Change and Problem Management processes.

Experience Required

• Knowledge of Problem and Change management

• Knowledge of and/or experience working within an ITIL based environment.

• Skilled at multitasking

• Articulate and methodical work practices

• High level of interpersonal and organisational skills

• Effective communicator

• Ability to work effectively within a team environment

• Ability to effectively build relationships and work collaboratively at all levels of the business.

• Experience in the proficient use of Microsoft Office products, particularly Excel for data analysis and reporting purposes.

If you're ready to take the next step in your career, we'd love to hear from you!

NEC is an equal opportunity employer that welcomes and encourages applications from all backgrounds, communities, and industries. We are committed to maintaining a diverse and supportive environment, so we can thrive together!